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Verizon Strike: A Wake-Up
Call for Better Service

Updated Aug. 28, 2000 12:01 a.m. ET

By Nico Canner and Marc Feigen. Messrs. Canner and Feigen are founding partners of New York based Katzenbach Partners, a consulting firm.

I t's been a long August for Verizon employees, but good news came last week when the 18-day strike finally came to an end. Now management must turn its attention to the future, where the key may be a workforce issue that has received little attention: getting frontline employees to deliver service...